This guide helps with
- Take the immediate pressure off after a disaster
- Understand the flexibility available when disaster strikes
- Know how to let Merion know and ask for support
- Learn what to prioritise while you recover
- Find free help to rebuild your finances
5 min read
You're not alone
A flood, bushfire, storm or other disaster can change your circumstances in an instant — damaging homes, disrupting income and scattering paperwork. If you have been affected, please focus first on your safety and recovery. This is exactly the kind of situation where time and flexibility are offered, and you will be treated with understanding.
You do not need to sort out your account in the middle of a crisis. A short message, whenever you are able, lets us adjust things for you.
What you can do
While you recover, there are clear ways to ease the pressure on your account.
- Ask to pause payments while you get back on your feet.
- Ask for more time before payments need to restart.
- Ask to lower payments to a small, manageable amount.
- Let us know if you have lost documents so we can keep things simple.
Step by step
- When you are able, find your account or reference number if you still have it.
- Decide whether a pause, more time, or a smaller payment suits you best.
- Contact us through the contact form or reply to your letter, and let us know a disaster has affected you.
- Tell us what you need while you recover, and if any records were lost.
- Keep a note of the arrangement and any restart date.
Free support available
Free financial counsellors often support people through disaster recovery and can help you rebuild a plan and deal with us on your behalf. Call the National Debt Helpline on 1800 007 007 — free, confidential and independent. If the stress feels like too much, Lifeline on 13 11 14 and Beyond Blue on 1300 22 4636 are there any time. More guidance is in our Help Centre.
Good to know
- Disasters are exactly when time and flexibility are offered.
- You can ask for a pause, more time, or smaller payments while you recover.
- Lost paperwork is understandable — let us know and we will keep it simple.
- Free help to rebuild your finances is available on 1800 007 007.
FAQ
I've lost all my paperwork in the disaster — what now?
That is completely understandable. Tell us what you can, and we will work with whatever you have. A financial counsellor on 1800 007 007 can also help you piece things together.
How long can payments be paused after a disaster?
We will agree a fair period with you, taking into account how badly you have been affected. The aim is genuine breathing room while you recover.
Is there other help available for disasters?
There is often government and community disaster support too. A financial counsellor on 1800 007 007 can point you to what you may be eligible for.
Still stuck? Our team is happy to help you sort it out.